Interaction page for Agentic Contact Center for Insurance
Summarize
Summary of Interaction page for Agentic Contact Center for Insurance
The Interaction page is a specialized workspace designed for insurance customer service representatives (CSRs) to efficiently manage active customer interactions. It automatically opens when a CSR accepts an interaction, such as an inbound voice call, and consolidates customer identification, interaction history, and live call transcript analysis in one interface. This enables CSRs to handle the entire interaction lifecycle—from initial engagement to case creation and wrap-up—without switching contexts.
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Key Features
- Live Transcript and AI Assistance: During voice interactions, a live transcript is captured and used by an AI agent to process customer requests. The AI agent queries customer records, the Knowledge Graph, and configured knowledge bases to provide CSRs with relevant insights and recommended next steps via the ServiceNow Otto panel. CSRs can also input questions directly to the AI at any time for structured guidance based on conversation content and sentiment.
- Policyholder Context Summary: An AI-generated summary provides immediate context to the CSR at the start of the call, including customer profile, policies, recent interactions, and case history. This eliminates the need for manual research and improves responsiveness. The summary is only visible when a customer or account is associated with the interaction.
- Interaction Form: Displays key interaction details such as interaction number, state, channel type, assigned CSR, customer account, identity verification status, a short description, and work notes, enabling clear tracking and documentation.
- Customer and Account Sections: Depending on whether the customer is an individual (B2C) or commercial (B2B), the page displays relevant customer or account details, including contact information and industry data.
- Customer History: Shows all prior customer activity, including cases, past interactions, and accessed knowledge bases, providing comprehensive context during interactions.
- Contextual Side Panel: Offers supplementary tools and record-related information across tabs such as Related Lists (tasks, recent interactions, open cases, policies), Activity Stream (notes and updates without leaving the page), Attachments, Templates, and Recommended Actions to assist CSRs during interactions.
- Wrap-up: At the conclusion of an interaction, CSRs can use configured wrap-up codes and the Wrap Up Completion ServiceNow Otto skill to generate an AI-powered chat summary documenting discussion points and action items, ensuring accurate record-keeping and follow-up.
Practical Benefits for ServiceNow Customers
- Streamlines CSR workflows by unifying customer data, interaction history, and AI-driven insights in one page.
- Enhances CSR efficiency and accuracy with AI-powered recommendations and live transcript analysis.
- Improves customer service quality by providing immediate, context-rich summaries and reducing manual research.
- Supports comprehensive tracking and documentation through detailed interaction forms and wrap-up summaries.
- Adapts to both individual and commercial insurance customer contexts, ensuring relevant information is shown.
The Interaction page is a dedicated workspace for insurance CSR (customer service representative) agents. It consolidates customer identification, interaction history, and live call transcript analysis into a single view during active customer interactions.
The Interaction page opens automatically when a CSR accepts a customer interaction, such as an inbound voice call. CSRs use this page during an active interaction with an insurance customer. It combines policyholder information, contextual history, and AI-powered assistance in a single page. The CSR can manage the entire interaction in this page—from the first interaction to case creation and wrap-up.
Live transcript and AI-driven assistance
During an active voice interaction, a live transcript of the conversation is captured. The transcript serves as the primary input for the AI agent.
As the conversation progresses, the AI agent processes the customer's request, and displays relevant information and recommended next steps in the ServiceNow Otto panel when the CSR requests recommendations . The AI agent queries customer records, Knowledge Graph, and your configured knowledge bases.
CSRs can also type their own questions directly into the ServiceNow Otto panel at any time. The panel displays responses from the AI agent in a structured format that may include insights, recommendations, and guidance based on the content and sentiment of the conversation.
For more information, see Exploring Agentic Contact Center for Insurance.
Policyholder context summary
The customer context summary provides the CSR with an AI-generated overview of the customer before and during the call. This context-based summary is generated from the customer's profile, policies, recent interactions, and case history at the time the interaction begins, providing the CSR with immediate context without manual research .
The customer summary includes:
- Customer or account details
- Similar issues that the customer has previously contacted the insurer about
- Policies and coverages affected by the current issue
- Related cases
The customer summary is not visible when no account or consumer has been associated with the interaction.
For more information, see Summarize an insurance customer interaction in Agentic Contact Center for Insurance.
Interaction form
| Field | Description |
|---|---|
| Number | The interaction record number. |
| State | The state of the record. |
| Type | The channel where the interaction was initiated. |
| Assigned to | The contributor assigned to the interaction. |
| Consumer / Account | The consumer or account record associated with the interaction. |
| Verified | Indicates whether the customer's identity has been verified by the contributor during the interaction. |
| Short description | A brief description of the nature of the interaction. |
| Work notes | Notes or remarks about the interaction . |
Other page sections
The following table lists other sections in the Interaction page. Page content varies depending on whether the customer is an individual policyholder ( business-to-consumer (B2C) ) or a commercial one ( business-to-business (B2B) ).
| Name | Customer type | Description |
|---|---|---|
| Customer details | Account | Displays the customer name, primary contact, phone number, email address, industry, and doing-business-as name. |
| Customer | Displays the policyholder's name, address information, date of birth, nationality, phone number, and email. | |
| Customer history | Both | Includes all customer activity, such as cases created, past interactions, and knowledge bases accessed. |
Contextual side panel
The contextual side panel appears and provides access to supplementary tools and record-related information. The panel tabs are displayed in the following order:
- Related lists—includes Related Tasks, Recent Interactions, Open Cases, and Insurance Policies
- Activity stream
- Attachments
- Templates
- Recommended Actions
The Activity stream tab displays the activity stream for the interaction record, enabling CSRs to review and add notes without leaving the page.
Wrap-up
The CSR wraps up the interaction when it concludes. When wrap-up codes are set up and the Wrap Up Completion ServiceNow Otto skill is configured, the CSR can generate an AI-powered chat summary. This summary provides a record of what is discussed and any action items in the interaction.